So I heard back from Trek...
 

Back Story:
http://www.bikeforums.net/showthread.php?t=438453

Fast forward to today:
They said they got my Madone frame this morning, the seatstay damage is purely cosmetic. The derailleur dropout has to be replaced. They're ruling it a non-warranty case and they are charging me $60 + shipping back to fix it. Jax plans to charge me $50 for the stripping of the bike to the frame and boxing it up and $40 to ship it to Trek. So that puts me at $150ish so far, I still have to replace the rear derailleur and chain and pay to have it re-assembled.

I talked to Rock n' Road cyclery and they said to have Trek fix the frame and send it back to Jax. They told me to pay Jax what I owe them so far but not have them put the Madone together and charge me extra for that. They said when the frame returns to Jax to pick up all the parts in a box and bring it to their shop. They're going to try to replace the rear derailleur under warranty through Shimano and they will give me a free chain. They said if Shimano won't warranty the rear derailleur, they will sell one to me at their store cost. They're also going to have their mechanic assemble the bike for me at no extra cost... now THAT's what I call customer service.

As soon as the Madone comes back together I will be putting it up for sale and with the proceeds I will be purchasing a Specialized Tarmac Expert Compact from Rock n Road.

I have lost my faith in Trek... the bike dealer (who shall remain nameless) failed to own up to his mistake and the manufacturer let me down by fronting me full cost to replace all the damaged parts.

Um, back story please?

Here you go:

http://www.bikeforums.net/showthread.php?t=438453

Geeze, I can't believe that! I had plenty of faith in Trek but some of the issues I've read lately on the forums are undesireable. Yeah, ditch that LBS and hang with R&R! Glad they are helping you out. They're smart and know how to keep you happy and returning to the shop. Someone like you who drops good cash for a bike should be treated very well!:thumb:...I'm shocked Trek would let a customer like you go!:(

I hope you're buying the 3X from them!:thumb:

Hey man, let me know the store, I'll be sure not to go there!

I know! I was happy with Trek when they said they'd look into it... but they pretty much blamed the problem on me and said "it's not a manufacturer defect, so we cannot cover it under warranty". Something so petty over a $60 hanger dropout on a $3k+ bike... makes you think what their priorities are.

I am definitely staying with RnR... I just picked up the Tricross from them a yesterday, they will have it built and fitted for me by Friday. They will also get me hooked up with a good deal on a Specialized Tarmac once I rid myself of the Madone.

Yep, the Tricross was sold to me by Rock n Road. They ordered me a 2009 Tricross Triple Sport, and they'll be fitting me on it as soon as they have it built.

Also when the Madone gets sold I will be putting that money toward the Tarmac Expert Compact, a little more expensive than the Madone but totally worth the cash.

Well good, Trek doesn't deserve your bidness! But you're too nice, I'd start a fight then stand out front and protest with a sign and bullhorn!:mad:

In all honesty it's not the fault of Trek that the RD was improperly adjusted. The frame didn't fail, the RD didn't fail (that would be Shimano's to deal with if it did), the bike wasn't properly set up.

What did the shop you bought the bike from have to say about it? They are the ones responsible for the improper RD adjustment, unless someone else worked on the bike after you bought it.

Ouch man. You got hosed and nobody is going to own up to it. Someone needs to step up to it, its not like you bought a entry level mtb. I would say blame your shop, then again trek has enough confidence to let that shop sell their product and should back up their work/lack thereof. I have been a avid trek believer but this really puts me off to them. I know i won't drop the kind of cash you did with them knowing how they handled this. Cut your losses, new store / new brand dont ever recommend either to anyone and encuarge your friends to avoid them. On that note nobody here ever buy a Dell Computer.

The bike was barely 6 days old when the RD decided to take a dive into the spokes. The only people who wrenched the bike is the original LBS that I had bought the bike from. I took the bike to them first when this happened and they tried to weasel out of the responsibility of the incident. They cited that I could have set the bike down on the RD and put it out of alignment... they also tried to say that I must've hit the RD on something that bent the dropout causing the problem. None of the allegations are true, but they too tried to get me to just send Trek the frame to replace the dropout and have me pay for the repairs.

I don't do business with a company that won't own up to their problem. Also if I am going to drop over 2 grands on a bike only to have it malfunction 6 days later, I'd rather just take that 2 grand and blow it at a strip club where I know i'll get more satisfaction out of the use of my hard earned cash.

I have no Idea what you just said. :(


That's exactly what I am doing... cutting my losses and dealing with my new favorite LBS. Rock n' Road for the mf'ing win! :thumb:

Well you best buck up and start dealing with the LBS you bought it from, because if anyone is responsible they are. Just because they try to get out of taking responsibility doesn't mean that you have to let them get out of it.

Personally I would have called Trek and asked them to deal with the uncooperative LBS. Trek doesn't want their dealer network giving customers horrible service, it reflects on the brand too much.

Oh my Gosh KAR! I already avoid that shop like the plague! I had a friend that bought a bike there. A beutiful Italian racing bike. It was back in 1998 and he paid $3,000 for it. Maybe $6 grand now!

He also bought spiffy wheels for it $700 back then. The same shop that sold and assembled your bike threaded the chain incorrectly thru his rear Campy derailleur. It formed a huge channel in his brand new component. He took it back but the guy wouldn't replace his top of the line Campy rear derailleur.

I wish I had known before you bought the bike there. I def would have talked you into going somewhere else!

He was too nice about it and let it slide! I myself would have thrown a fit on the showroom floor!

Anybody in SoCal, check with me before buying a bike. I must approve the shop!:thumb:

Dell XPS M1330

I didn't just let them get out of it... I tried to reason it out with them. But if it's their word against mine, I don't stand a flying chance at getting anything done. That's why I cut my losses with them and tried to deal directly with Trek through Jax... but I got the same story. So if they're going to give me the shaft like they did I will give it right back to them where it hurts... in their wallet. I am letting all my riding buddies know how Trek likes to treat their HIGH paying customers and they're all avoiding Trek like the plague.

As a parting shot, I'd email Trek service and send them a link to this thread. I'd also out the LBS so others will know to avoid them. Good luck.

Of course you had a chance of getting the shop to take care of it. Pressure from Trek might have helped a lot. I recently bought a pair of tires ($60 for both) from a US online shop. After two months the sidewalls split on both tires. I called the shop, who told me in effect, 'tough luck you must have left them in a hot place folded in a figure 8'. They are folding bead tires. So I then called the distributor who told me that a tire shouldn't have sidewall problems after two months of commuting and dealt with the dealer for me. I'll be issued a refund.

Did you ask Trek to please help you with the poor service from their dealer? If so, what was Trek's response?

Once my Madone is back in my hands I will write up a full detailed report as to what happened from day one to the very end. I will make sure Trek and the LBS hear about it as well. :thumb:

Sorry, I side with Trek on this one. Either the bike was improperly set up, there was an accident, etc. etc. etc. No mfg defect is going to cause the RD to fail like this. Your beef is with the bike shop, not Trek. In fact, I think Trek is dealing with you fairly generously.

- Mark

I tried to explain to Trek what happened and what they told me in effect was "Because of the nature of the incident (derailleur catching the spokes), it is difficult to determine fault in it. Most of the time this problem is caused by an improperly adjusted derailleur or a bent derailleur dropout. Since it is impossible to tell what caused the problem, and most likely it is not due to a manufacturer defect we will not be covering the bike repair under warranty."

The bike shop is a Trek authorized dealer... that is in effect an extension of Trek's company. Any problems with the bike shop, is also Trek's problem. That's the risk Trek takes when authorizing a bike shop to be a licensed dealer.

Strangely enough about 3 weeks before his OP, my wife and I were riding with another forum member when the chain and rear derailleur locked up on his 2008 Madone. I posted the event in the orig OP.

The BF'er had just taken his Madone in for the free service. No problem at all, only took it in cause the shop said to bring it in for the free service. They made some adjustments, cleaned and lubed it. 3 miles into the first ride after service, his chain locked up!

From that point on, everytime he stopped spiining the pedals,. the chain would lock up or jump off the cogs. He thought it was teh rear der so I tired to adjust it but it didn't help. I told him must be something wrong with the prawls in the hub.

He took it in. Shop said he needed a new chain, replaced it then charged him. Parkinglot test ride, same problem. Turns out Trek replaced the rear wheel as there was something wrong with the inner works! Haven't ridden with him but he say s it's fine now.

The shop had his bike for a month trying to figure it out!:eek:

But heck yeah, his chain was jumping around, popping of a nd rear der going crazy on the ride.

Hey Beanz, get this... i explained that problem to the Trek customer service dude and he told me I must be taking crazy pills because he think's that it's physically impossible. I told him I experienced the same problem where the chain would just stop and I get off and check everything out and it looks fine. After doing it twice is when the derailleur gave out and went on maximum carnage on my Madone. I felt like I was talking to a brick wall. :mad: